CEO Oscar Munoz Continues To Work On Damage Control

United Airlines is pushing a week into the public relations nightmare that erupted when a passenger was dragged from a plane Sunday to make room for four employees on an overbooked flight.

The passenger, Dr. David Dao, eventually got back on the plane, but not before apparently being roughed up someone. He was eventually hospitalized for his injuries.

In a statement released to the media, an attorney for Dr. Dao said: "The family of Dr. Dao wants the world to know that they are very appreciative of the outpouring of prayers, concern and support they have received. Currently, they are focused on on Dr. Dao's medical care and treatment."

The attorney, Stephen L. Golan of Chicago, said that the family is asking for privacy until Dr. Dao is released from the hospital, and he will not be making any statements to the media.

In a statement posted on the United website, Munoz called the event "truly horrific", and one that "has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments, and one above all: my deepest apologies for what happened. Like you, I continue to be disturbed by what happened on this flight and I deeply apologize to the customer forcibly removed and to all the customers aboard. No one should ever be mistreated this way. 

"I want you to know that we take full responsibility and we will work to make it right. 

"It’s never too late to do the right thing. I have committed to our customers and our employees that we are going to fix what’s broken so this never happens again. This will include a thorough review of crew movement, our policies for incentivizing volunteers in these situations, how we handle oversold situations and an examination of how we partner with airport authorities and local law enforcement. We’ll communicate the results of our review by April 30th.

"I promise you we will do better," Munoz said.

The day before, Munoz (pictured) had issued an internal memo to staff defending the company's position.

Reuters reports that nearly 22,000 people had signed an online petition calling for Munoz to step down by Tuesday evening. Shares of United fell to $70.71 at the close of the markets Tuesday, a loss of about $1 billion since the incident occurred.

Meanwhile, the Los Angeles Times recounts an incident involving United in which a passenger who had paid full fare for a first class ticket was threatened with arrest for not giving up his first class seat for another, "higher priority" first class passenger. That customer was eventually downgraded to economy class and put in a middle seat between a couple having a fight for a six-hour flight from Hawaii to Los Angeles.

This passenger, Geoff Fearns, 59, president of TriPacific Capital Advisors, requested a refund for his first class ticket. He was told no. He was eventually refunded the difference between his first class ticket and the economy ticket, and offered a $500 credit for a future flight. The customer service rep said in making the offer that "Despite the negative experience, we hope to have your continued support. Your business is especially important to us and we'll do our utmost to make your future contacts with United satisfactory in every respect.”

Fearns has also asked through his attorney that United make a $25,000 donation to a charity of his choice. The airline declined.

(Image from file)

FMI: www.united.com, LA Times Story